Italian Client Advisor in Lisbon

Job description

Workster is partnering with a leading international customer experience provider to recruit an Italian Client Advisor for a dynamic Lisbon-based team. In this role, you will deliver high-quality client support and personalised service to Italian-speaking customers, handling enquiries, account assistance and issue resolution while promoting relevant products and creating excellent customer experiences. Your Role Provide exceptional customer service in Italian for inbound and outbound enquiries via phone, email and chat. Assist customers with account queries, product information, service activations, modifications and cancellations. Advise customers on product features, eligibility and requirements to ensure appropriate solutions are provided. Identify opportunities to upsell or cross-sell relevant services and add-ons while prioritising customer needs. Manage CRM and internal systems accurately to record interactions, follow-ups and case notes. Resolve complaints and service issues with empathy, ownership and timely escalation when necessary. Collaborate with internal teams and external partners to ensure smooth service delivery and problem resolution. Meet individual and team KPIs for quality, efficiency and customer satisfaction. Contribute to continuous improvement by sharing customer feedback and proposing process enhancements. Your Qualifications Native or C2 level Italian (spoken and written). English at B2 level or higher. At least 1–2 years’ experience in customer service, client support or a related role is preferred. Strong communication and interpersonal skills with a customer-first mindset. Ability to work accurately under pressure and manage multiple enquiries simultaneously. Familiarity with CRM systems and standard office software is an advantage. Problem-solving skills and the ability to handle escalations calmly and professionally. Organised, detail-oriented and comfortable working in a fast-paced, metrics-driven environment. Eligible to work in Portugal and able to commute to the Lisbon office as required. The Offer Full-time position with fixed weekday working hours. Hybrid work model following training and probation (partial work from home based on performance). Competitive salary with performance-based bonus opportunities. Welcome bonus during the first year. Private health and life insurance from day one (including dental and vision where applicable). Daily meal allowance via prepaid card and transport allowance where applicable. Access to corporate wellbeing initiatives and local benefits. Relocation support package available for international candidates. Stable international project with clear progression and internal mobility opportunities in a modern Lisbon office.